Publications
Publication details [#55075]
Lee, Seung-Hee. 2011. Managing Nongranting of Customers' Requests in Commercial Service Encounters. Research on Language and Social Interaction 44 (2) : 109–134. 
Publication type
Article in journal
Publication language
English
Keywords
Place, Publisher
Routledge
Annotation
This paper shows how airline service agents plan their conduct when customers' requests cannot be conceded. They may model customers' expectancies in advance, rather than not being able to offer the service overtly.